Keith Pearce
Member Since: 24th Feb 2015
Global Marketing & Communications Executive Genesys
24th Mar 2011
Is customer effort a better predictor of loyalty than customer delight?
Keith Pearce of Alcatel-Lucent Enterprise looks at the implications for organisations if the Customer Effort Score really is the best...
Loyalty
3rd Aug 2009
The five most hyped contact centre technologies
Contact centre analysts are always predicting the 'next best thing' but the technologies don't always work out quite as planned. Keith...
Contact centres
13th Jul 2009
How to attract millennials to your business
In many countries, the millennial generation account for the majority of the population and a large amount of consumer spend. But many...
Strategy